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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Workflow email is not ...
Microsoft Dynamics CRM (Archived)

Workflow email is not recognized as trigger to complete 1st response SLA

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Posted on by Community Member

I have workflow generated email that is sent when a case is created from email in CRM.  Currently this email isn't triggering the 1st Response SLA criteria, so even though we're creating the case within the established SLA timeframe, it's indicating noncompliant because the workflow generated email isn't triggering the SLA 1st response condition.

Any thoughts on what I need to do to get the automated email to trigger the 1st response criteria?

Thanks!

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